SHIPPING POLICY and GENERAL TERMS
We aim to ship all dry orders within 2-4 business days. Live insect and bio-active bugs are shipped on Mondays or Tuesdays only. If you are in a rush for items, please contact us and we work with you on rush orders. Free shipping offers my not include tracking. Heavy and/or bulky items may be subject to additional shipping on top of posted shipping rates. We will contact you if your order requires extra shipping.
RETURN / CANCEL POLICY
You may return your unopened and unused merchandise within 10 days for a store credit. Undamaged or non-defective items will be assessed a 10% re-stocking fee unless it was a picking error on our part. The Buyer will pay all shipping costs(both ways) on non-defective item returns. Stargazer Exotics will a pay shipping on the replacement products for mis-picked items. All warranties are handled by the manufacturers. Please email us before you send back items. We are not be responsible for damaged or lost returns, so please use a service with delivery confirmation. You will not receive credit for opened or used items. Special orders are final sale can not be returned. It takes approximately 3 - 4 business days to process returns from the time we receive them. If an item was damaged in shipping, you must notify us immediately. You must keep the damaged item, and the original shipping container, as well as packing materials, until a file claim has been processed and completed with Canada Post. The carrier may send someone to inspect the damage.
Product defects, warranties, and product claims are to be dealt with through the manufacturer. Please contact the manufacture directly.
All order cancellations must be received within 12 hours of payment. Due to legislation now allowing payment processers to not refund fees that where charged to process payments( Visa, Mastercard, Paypal, E-transfer and American Express). All refunds are subject to a 7 % fee inclusive of shipping.
Natural Botanicals and Dried Items are extremely seasonal. We may be out of some of these items throughout the year and reserve the right to make equilateral ( in cost and function) substitutions. We will be sure these substitutions are of our best looking and selling product. If more than 25% of your order needs to be substituted, we will contact you to discuss all options.
Live arrival guarantee is offered on all live feeders and clean up crew insects only if LIVE INCECTS OR FROZEN FEEDERS is chosen at checkout. If upon arrival you suffer from more than 50% loss ( some is expected during shipping) please contact us within 2 hours of delivery with photos and video. We will issue a complete credit for the losses you suffer. (Minus shipping) This credit can be applied to anything in store on your next order and does not have to be used on the same items. No refunds are given.
Frozen Feeder guarantee offered on frozen feeders only if LIVE INCECTS OR FROZEN FEEDERS is chosen at checkout. If upon arrival you suffer from more than 10% loss please contact us within 2 hours of delivery with photos. We will issue a complete credit for the losses you suffer. (minus shipping) This credit can be applied to anything in store on your next order and does not have to be used on the same items. No refunds are given.
We endevour to present recent, accurate, and reliable information on the Website at all times. However, there may be occasions when some of the information may contain incomplete data, typographical errors, or inaccuracies, including incorrect specifications for products or services. We present the materials and content “as is” and we makes no claims to its accuracy, either expressed or implied. We reserve the right to amend errors or to update prices, product and service information at any time without prior notice. We do not warrant that the Materials and Content including, without limitation, product, price and service descriptions or photographs, is accurate or complete. In the event a product or service is listed at an incorrect price due to error, We shall have the right to refuse any orders made for products or services listed at the incorrect price (including orders that have already been submitted).
We are pleased to offer our unique, popular and custom reptile products to brick and mortar shops, online stores, distributors, expo and show vendors and more. Please contact us for access to our online wholesale ordering site.